How do I talk with Talktalk about a failed install

[Johnnyd11111]

I have had an engineer call to install full fibre but he wasn't able to install it so I want to make sure I continue with my current service. I can't find a method to talk with anyone except for a useless chatbot.

[Mandisa-TT]

Hi @Johnnyd11111 I want to sincerely apologize for the inconvenience you experienced while trying to upgrade to our full fibre service. I understand how disappointing it can be when things don’t go as planned, especially when you were looking forward to an upgrade.

We value your loyalty and appreciate your decision to continue with your current package. If they cancel the order it will not affect the current package that you are on.

[Johnnyd11111]

So I did as suggested by others in this thread and spoke with the messaging service. I suspect this is another chatbot. If it is a real person then they are the thickest person of all time. I suspect that the openreach engineer incorrectly labeled the call as no show as message saying sorry you were out and here is a link to rebook. I was in, the engineer did call, but they just couldn't get down to the fibre optic cable. Anyway here is the wonderful customer service of talk talk. At least I did get a message to say that they won't switch off my current service.

TT Welcome to TalkTalk’s messaging service, how can I help you today? Standard SMS / Mobile Data charges apply.

Me The engineer from open reach called yesterday to fit Full Fibre but he was not able to locate the cable. I don't want you to think that the installation was successful and switch of my current Fibre. 

TT Hi, you’re through to Lilibeth from TalkTalk's Order Management Messaging Team. Thank you for waiting. I see that you wanted to update your activation date, is that correct?

ME No that it is not correct. The engineer was unable to install full Fibre so I want to make sure you do not switch off my current service.

TT....thank you for your patience. After checking, it looks like we need to reschedule to avoid any cancellations. The nearest date available is the 29th of July. Let me know how you would like to proceed. 

ME Please read what I am saying the engineer can't install the fiber. He couldn't locate the wire. I do not need to reschedule as he has already been and couldn't locate the fibre optic cable without digging up my drive so I want to cancel the switch to full fibre

TT I understand, but as I have checked here, we need to reappoint your order to avoid cancellations

ME What is the appointment for please? Open Reach are unable to physically install full Fibre so why would you send them again

TT This is from Openreach; they have requested that you reappoint the order to avoid cancellations. Please response if we'll be proceeding or not?

ME Can you please explain what cancellations means. I keep telling you but you don't seem to be listening. I didn't miss the open reach engineer. He came and tried to install the full Fibre but he wasn't able. Another engineer won't be able to install it. They would need to dig up my drive. I noticed when the engineer left that open reach sent me a 'sorry we missed you' message and asked me to make a new appointment. They didn't miss me they came and couldn't install. Clearly the open reach engineer recorded the outcome incorrectly on their records. If you want to send an engineer out in the morning of the 29 that is fine and I will be home but you will be wasting his time as full Fibre can't physically be installed as the engineer could not locate the fiber optic cable under my drive.

TT Your order will be cancelled if you do not wish to reschedule or reappoint your order

ME  That is fine just do not cancel my current service. That is why I have contacted you

TT We won't touch anything on your current service, so no worries. Do you agree to the 29th of July?

ME No It can't be installed so there is no point in them coming.

TT Alright, I respect your decision if you not to reappoint your order

[Gliwmaeden2]

They are not expecting you to have a Talktalk mobile number - just any mobile number that you use, and most people have one registered in their My Account and in community forum profile details as it's very helpful to be able to use it if your landline isn't working or an engineer needs to let you know they need access to finish an installation or sort a problem out with your service. 

It's usually kept on there for reference, @Johnnyd11111.

The direct line for Full Fibre issues is 03451 720074, same hours as the number ending 88, and they will be able to check what's happening about the installation. 

If ringing ...88 perhaps trying something like "my service" or "thinking of leaving" it will wake the service up! 

[Johnnyd11111]

Thank you so much for your reply. I appreacite you are trying to help. However, I can not speak to an agent there is no option to speak to an agent. I am presented with options that are not applicable. I ask to 'speak to agent' and am asked for what about and when I say, I get some moronic answer and am asked if it is several things which it isn't. When I eventually choose install which is the closest, I am told this is all done online now in my account and please enter my mobile number. I do not have talktalk mobile. I just want to speak with someone. I was about to renew as part of an uograde. Glad now the install has failed. My contract ends in September. Like many of your clients I will take my custom elsewhere.

[amahle-TT]

I do understand that, but the team I am referring you to will be able to assist further kindly call in and opt for an agent option so you can speak to an agent for further assistance, thanks.

[Johnnyd11111]

That doesn't work. It connects to a very unintelligent AI who doesn't undrstand what I need and ends with asking me to enter my mobile number. I don't have a TalkTalk mobile. It is ok to replace people with chatbots and AI but they need to work.  At the request of the openreach engineer, I just need to inform talktalk that the engineer couldn't install full fibre so I do not want my existing fibre service to be terminated.

[amahle-TT]

Hi there @Johnnyd11111, the package you currently have is active on my end at the moment not Full fibre :). 

Here is the number to our customer service department 03451720088 who will be able to assist you moving forward, you can contact them between the times Monday - Friday 9am - 7pm; Saturday - 9am - 6pm; Sunday - Closed